How we protect you online

Online security commitment

Teachers Mutual Bank is committed to safeguarding your personal details, financial transactions and money by using industry leading security systems, transaction monitoring and fraud prevention tools so you can enjoy a secure banking environment.

Login authentication

To log in to online banking you need to supply the following information to verify your identity:
Online banking login (member number)
Online banking access code

One-time password

A one-time password is a six digit number sent to your mobile phone via SMS or via a security token, required when making certain transactions in online banking. It’s quick and simple, and doesn’t interfere with the majority of your day to day banking. It also offers:

An extra layer of security

Verification codes made just for you. One-time passwords are uniquely crafted for your account when you need them. Each code can only be used once.

Encryption

Encryption is the process of scrambling the data contained in a computer communication and can only be unlocked or decrypted with the correct key.

All information transmitted from your computer to our system is protected by 128-bit Secure Sockets Layer (SSL) protocol encryption. It is one of the best forms of encryption used by leading financial institutions around the world.

To successfully log in to online banking, you will need to ensure that you are using a web browser that supports 128-bit encryption. In most web browsers, you can check the encryption level supported by going to the Help menu and then selecting about.

To ensure that you have successfully connected to a secure session using SSL encryption, your browser should display a closed padlock icon. You can click on the padlock icon to obtain more information about the digital security certificate and to verify the certificate was used for the site you are connecting to. This may be displayed in the status bar at the bottom or in a bar at the top of your browser.

Daily transaction limits

A daily limit on electronic funds transfers to other Australian financial institutions (including BPAY payments) is automatically applied to each account.

You can lower this limit to a level that meets your daily transactional needs. This minimises the potential loss that could occur if your online banking is compromised. To vary your daily transaction limit(s) please complete the Online banking services form.

Session time-out

We have an inactivity time-out period after which your online banking session will be terminated. This protects your account against any unauthorised activity in the event that your session is abnormally terminated or left unattended.

Access code lock-out

Our system records unsuccessful login attempts. If the number of unsuccessful login attempts exceeds our limit, access to your online banking service will be disabled immediately. This helps to protect you against anyone who may be trying to hack your online banking account.If you believe that your access has been disabled for this reason, please contact us to have your online banking access reinstated.

Transaction monitoring

Teachers Mutual Bank employs leading edge technology designed to monitor and detect possible fraudulent transactions. Occasionally this will mean that one of our staff will contact you to verify transactions.

Emails

Emails will be from a @tmbank.com.au email address. We will not contact you via email to ask you to provide or confirm personal information (e.g. credit card number, account number, internet banking access code and/or PIN). For security purposes, we recommend that you do not use hyperlinks, active or otherwise, from emails to undertake financial transactions. We recommend that you log in to online banking via our website address > www.tmbank.com.au.

How to protect yourself online

There are plenty of things you can do to keep yourself in tiptop secure condition online. These include protecting yourself from viruses as well as strategies to keep your identity safe online. What you can do to ensure that your computer and online banking is secure.

Top tips to protect yourself online

Keep passwords, access codes and any other security information secret including covering your online banking access code with using in a public place. Teachers Mutual Bank will never ask you to provide your access code to a Teachers Mutual Bank employee.

Protect all your other personal information, including destroying your bank statements securely, collecting your mail promptly and not providing your details to anyone you do not trust.

Keep your computer safe by having up to date security software, checking you are only using trusted sites for purchasing items and not opening emails you’re not sure about.

Using your access code safely

Don’t write it down, or record it within a file stored on your computer, mobile phone or other device

Always log out after using online banking

Care should always be taken in unknown areas, like internet cafes, to prevent any other persons viewing your member number and access code. This applies equally to people watching the keyboard or watching the mouse on the screen. We recommend that you do not access online banking via public access computers, e.g. Internet cafés, universities etc

Below is an example of what a phishing or hoax email may look like. It is important to report phishing emails to us but make sure you never click on any links in the email:

These hoax emails appear as being sent from Teachers Mutual Bank and try to trap you into providing your personal information or get you to download a virus onto your computer. Teachers Mutual Bank will not contact you via email to ask you to provide or confirm personal information (e.g. credit card number, account number, internet banking access code and/or PIN).

Hoax emails

Phishing is the use of hoax emails alleging to be from an organisation, requesting confirmation of personal details such as account numbers, credit card details, internet banking logins, passwords or access codes. Details entered into a fraudulent web site can then be used on the real website to commit fraud. These hoax emails often look genuine, with the same logo and branding as the actual organisation.

Virus or Trojan emails

These are usually sent from unknown senders and contain links or attachments that may download and install malicious software (Malware) onto your computer.

If you act on the email, the malware will try to install itself automatically on your computer, depending on the security software on your computer. The malicious software is designed to capture any information that you enter into online services such as internet banking, and send it back to a criminal who can use it for fraud.

There are many email scams designed to compromise online user credentials or personal information, in order to illegally obtain funds. These unsolicited emails are sent in high volumes to random email addresses in the hope that they will find banking customers.

If you receive unsolicited emails, do not click on any links, open attachments or enter any personal information as they may expose your computer to viruses, worms, trojans, rootkits or spyware.Teachers Mutual Bank does not send emails requesting you to confirm or disclose your internet banking login information.

Security software

Ensure you have security software installed on your computer including anti-virus, anti-spyware, anti-spam and firewall products. It is important to ensure that they are regularly updated.

By installing anti-virus, anti-spyware and firewall security software on your computer and ensuring regular automatic updates are enabled, you can help to keep your computer protected against external attacks by viruses, worms or hackers. This can be done for little or no cost using free software or commercial products available. Often a free trial of security software is offered with a new computer. If you activate these, take note of the expiry date and ensure that you renew the subscription before it expires.

Anti-virus

Although installing reputable anti-virus software and keeping it updated should protect you against most known viruses, you need to be cautious about not opening emails, email attachments or files on your system of unknown origin. Even if you know the sender, it is a good idea to always scan files for viruses before opening them. Only install software that is received from a trusted source and is published by a trusted software vendor. If you choose to install free security applications available on the internet, we recommend you seek guidance from an IT professional to ensure you are choosing reputable applications.

Anti-spyware

Spyware collects personal information from your computer without your consent and is usually installed without your knowledge. This can occur when you click on a helpful pop-up message, but a lot of spyware is bundled and automatically installed with some free software packages.

Firewall

It is essential that any computer connected to the internet is protected by a firewall to ensure the security of your financial transactions and computer. A firewall helps protect your computer from hackers who may try to steal or delete information from your computer.

If you are using a combined modem/router, or any type of internet or broadband router you should review the documentation that came with the device and familiarise yourself with the configuration page. Usually the configuration page can be easily accessed by typing the device's IP address available from their documentation, into your web browser's address bar. Many of these devices have a built-in firewall which is often disabled by default. By enabling the built-in firewall, you will be better protected against manual and automated attacks on your computer system.

Online shopping tips

Look for the padlock at the bottom of your screen which helps to protect the information you send via the internet.
Look for reputable internet merchants or stores - anyone can set up a website, so if you are unsure of the company or their online security then ask for more information before you use their service. Ensure the computer you use has current anti-virus and firewall protection.Make copies of online receipts to make it easier to check your statement.

Lost or stolen cards

How do I report a lost or stolen card?

If the country you are located in is not listed, or if you experience any difficulties with the above toll-free numbers, you can place a collect call through your local operator to +1 303 967 1090 for assistance.

How do I report suspected fraud on my card?

How do I dispute an incorrect transaction on my account?

If you wish to dispute an item appearing on your statement, please call us on 13 12 21 8am to 7pm, weekdays or 9am to 3pm, Saturday.

Am I protected when I purchase online?

Verified by Visa gives you added peace of mind when using your Visa card online. It offers you protection against the unauthorised use of your card when shopping online at participating Verified by Visa merchants. All Visa cards are automatically protected.

Mobile banking security tips

Taking the steps below to protect your smartphone not only saves you time but also ensures that you’re getting the best online experience when using mobile banking.

Never store passwords on your smartphone

Many people still try to hide passwords or PIN numbers within the body of text messages or as phone numbers. However, despite how cleverly you may think you’ve concealed them, fraudsters know what to look for and where. It’s always best to commit these security details to memory and not record them anywhere. This includes ticking applications that remember them automatically.

Turn off tethering, Wi-Fi™ and Bluetooth™ when not in use

The most likely way your smartphone can be compromised is by downloading malicious software (malware) concealed in a file or application. Your Wi-Fi™ and Bluetooth™ are the entry point to your smartphone. When activated they are constantly scanning for other signals trying to connect - fraudsters can exploit this and send malware to your smartphone without your knowledge. Tethering also gives access to your computer, so if you don’t need to connect, switch them off.

Only use Wi-Fi™ hot spots that are reputable and password protected

If you connect to a shared Wi-Fi™ hotspot, you are completely dependent on the security of the host network. If the network is unsecured, fraudsters can hijack it, give their own network a similar name and fool you into connecting to their network instead. Here they can spoof all kinds of websites and trick you into divulging your personal details.

Installation of smartphone security software

Once you connect your device to the internet vulnerabilities from fake phishing sites as well as viruses increase. Today, security software tailored specifically for smartphones is available in the marketplace. It’s important though as with your home PC to keep protections and software up to date and current. Ensure you activate your smartphone's security settings and password protection and familiarise yourself with the features of your smartphone.

Programs that can remotely wipe data if you lose your smartphone are now available

These are useful to stop any personal data being accessed by persons who may misuse it. Find out how they work and how you can activate them.

Built-in security features

All smartphones have built-in security features such as auto locking and password protection. While it may seem like a bit of an inconvenience at times, these physical security measures are your first line of defence in keeping your smartphone and your personal details safe.

Don’t be tempted to ‘jailbreak’ your smartphone as this makes it vulnerable to malware

If you crack the manufacturer’s security on your smartphone, you not only make your warranty invalid but you make it much more vulnerable to attacks by fraudsters.

Limit the amount of personal information on your phone

Fraudsters are interested in more than just your internet banking details. Any kind of personal information can be used to steal your identity and commit other kinds of fraud. They can apply for credit cards, personal loans and mortgages, using your personal information. By being careful about the information you have stored on your smartphone you're taking the first steps to protecting your identity in case of theft or loss.

Make sure you delete all personal details if you sell or discard your smartphone

If you sell or discard your smartphone, it’s crucial you delete all personal information first. This can include SMS messages, emails, photographs, contact details and Internet links. Fraudsters can use such information to commit fraud against you, or by pretending to be you.

Never open attachments or download applications from untrusted sources

Fraudsters use infected documents and applications to spread their malware and compromise victim’s smartphones. Never open an attachment or download an application from a person or website that you don’t know or have doubts about.

ATM Security

Stay alert

Be cautious when strangers offer to help you at the ATM, even if your card is stuck or you are experiencing difficulty with the transaction. Avoid ATMs which have messages or signs fixed to them indicating that the screen directions have been changed, especially if the message is posted over the card reader. Banks and other ATM owners will not put up messages directing you to specific ATMs, nor would they direct you to use an ATM which has been altered.

Memorise your PIN

Do not write your PIN down or keep it in your wallet or purse and do not give it to anyone. If you think it may have been compromised, please contact us immediately.

Change your PIN

Whether you want to reduce the number of PINs you have to remember or change your PIN for security reasons, it is easy to do at a rediATM. Learn how you can change your PIN at rediATMs.

Request emergency assistance

Overseas ATMs

Card security

Monitoring card fraud 24/7

At Teachers Mutual Bank, our Visa Debit Cards and Visa Credit Cards are protected by the Fraud Bureau Service early detection fraud monitoring system. This service is provided by our industry partner, Cuscal.

How we protect your cards

Our fraud monitoring system provides early detection and prevention of card fraud by monitoring transaction activity, examining unusual spending patterns, and identifying payment types, or transaction sources, that have been previously flagged as fraudulent.This service is undertaken 24 hours a day, seven days a week, to try and prevent suspicious and fraudulent transactions, before they occur on your account. We also liaise and participate in national and international fraud committees, to ensure we have up-to-date information on fraud trends.

How you can help

With your help, we can work to secure your transactions around the clock, safeguarding you from card fraud.In addition to keeping your card and PIN safe and secure, we ask that you notify us of your overseas travel plans, including destinations, departure and return dates, so we can better monitor and protect your cards from unauthorised use. To report travel details, please contact us on 13 12 21.

When fraud is detected

If suspected fraudulent activity is detected, the Fraud Bureau Service will call you between the hours 7am and 10pm, seven days a week. If you can't be reached, they may leave a message with a reference code to quote when you return their call. How to contact the Fraud Bureau Service

Within Australia Call 1300 705 750

Outside Australia Call +61 2 8299 9534

Please note the Fraud Bureau Service will never ask for your card number and/or PIN. They may ask questions to which only you would know the answers – to identify you over the phone.

Visa payWave-enabled cards are as secure as your Visa chip card and carry multiple layers of security protection, including Zero Liability. Zero Liability ensures you are not responsible for fraudulent or unauthorised transactions. Visa's Zero Liability policy is Visa's guarantee that Visa cardholders will not have to bear liability for an unauthorised transaction, which includes transactions made through theft of the card or card fraud.

Visa's Zero Liability policy covers members:

When the credit option is selected, followed by either entering PIN or signature

PayWave transactions

Online transactions

Phone transactions

Visa Easy Payment Service transactions

Overseas and domestic transactions when the credit option is selected.

Please note that Visa Zero Liability policy covers Australian and New Zealand-issued cards and transactions not processed by Visa or certain commercial card transactions. Cardholders should notify Teachers Mutual Bank promptly of any unauthorised Visa use.

Tips for protecting your cards

Do

Sign your card on the signature panel as soon as you receive it.

When selecting a PIN, avoid the obvious - your name, telephone number, or date of birth, or any combination of these.

Make a record of your credit card account numbers and telephone numbers for reporting lost or stolen cards and keep it in a safe place.

Report lost or stolen cards immediately.

Keep copies of sales vouchers and ATM receipts.

Ensure that you get your card back after every purchase or ATM transaction.

Always check your statement, especially after a trip. Check all transactions, even the small ones, because criminals try "testing out" stolen accounts by buying inexpensive items rather than large ones.

Protect your cards as if they are cash. Do not leave them unattended.

Be suspicious of anyone offering their help if your card gets stuck inside an ATM, even if they appear to be a bank security officer. Criminals can obtain your PIN by several means (shoulder surfing or straightforward questioning), then retrieve your jammed card from the ATM and use it to withdraw funds.

Destroy expired or unwanted cards properly by cutting through the signature and magnetic strip.

Don't

Disclose your PIN to anyone. No one from a financial institution, the police, or a merchant should ask for your PIN. You are the only person who should know it.

Write down your PIN - memorise it or use a PINSECURE card – a safe and secure way of storing your PIN.

Give your card to anyone, even family or friends, if needed you may want to request an additional card for their use.

Change of details

Keep us up to date if you change your contact details including home, work and mobile numbers and your email address. This will assist us in contacting you quickly if we detect suspicious transactions.

Before travelling overseas

Make a record of your card account and telephone numbers for reporting lost or stolen cards. Keep this information in a safe place, away from your wallet or handbag, and contact us prior to travelling.

Verified by Visa

Hassle-free protection from Verified by Visa

You can feel safe when shopping online with our security solution, Verified by Visa.

You’re already protected

All Visa cards are automatically protected for this free service, joining more than 355 million Visa cardholders world wide. Throughout the world a growing number of merchants offer Verified by Visa.

Look for the symbol as a sign these merchants value your business and your security.

How does Verified by Visa work?

As you make a purchase online, Verified by Visa assesses the risk of the transaction based on a number of factors. In some instances, you may be asked to confirm some personal details so we can be sure your card isn't being used without your permission.

For your convenience and protection, Verified by Visa works behind the scenes so in most instances you won’t be interrupted when shopping online.

Industry links

Stay Smart Online

Government run website and provides tips for families and small business with topics like Securing your computer, Small business safe online, Smart transacting online and kids safe online. www.staysmartonline.gov.au

SCAMwatch

provides information on how to recognise, avoid and report scams. This is a government run website and it is run by the Australian Competition and Consumer Commission (ACCC) www.scamwatch.gov.au

Social Links

Privacy and Sitemap

If you work in the Australian education sector or you are a family member or partner of a TMB member – you may join TMB.
For products and services, conditions, fees and charges apply. These may change or we may introduce new features or fees and charges in the future. Full details are available on this website or on request. Lending criteria apply to approval of credit products. This information is general in nature and does not take your personal objectives, circumstances or needs into account. Consider its appropriateness to these factors before acting on it. Read the disclosure documents for your selected product or service, including the Terms and Conditions or Product Disclosure Statement, before deciding. Unless otherwise specified, the products and services described on this website are available only in Australia from Teachers Mutual Bank ABN 30 087 650 459 AFSL and Australian credit licence 238981.